Hotel Reservation
Reservation Counter, LLCInformation and Alerts
Service Area
- UT
Alert Details
This business has 1 alert.
Pattern of Complaints
BBB files indicate that this business has a pattern of complaints concerning service, advertising, and refund issues. Consumers report that phone reservations often result in incorrect hotel bookings, despite providing specific details. They also report that advertised amenities—such as shuttle services, rollaway beds, and room types—were unavailable upon arrival. Additionally, many have faced difficulties obtaining refunds, with some experiencing delays of 4 to 6 weeks even after approval. On August 8th, 2024, BBB submitted a written request to the company encouraging them to address the pattern of complaints. The business has responded and stated that while their sales agents are trained to verify the location of the hotel with the consumer, they will be sending out a refresher to lessen the recurrence of this issue moving forward. The business also stated that the information about hotel amenities is provided directly by the hotel to the third party suppliers that Reservation Counter purchases their inventory from. When they receive updates regarding hotel information and amenities, their listings are updated within 24-48 hours. The business further stated that they do not store consumers credit card information. In order for a refund to be processed, it must be approved by the hotel and then the supplier. The supplier is then responsible for processing the refund back to the consumer, which may cause refund timelines to vary.
Important Information
Customer Complaint
Complaints
received by BBB allege some customers assume they are dealing directly with the
hotel while booking through Reservation Counter, which is not the case. Reservation Counter is a travel agency. Each hotel has a different cancellation
policy which is displayed on the hotel checkout page. BBB urges consumers to
read and understand the cancellation policy prior to booking a reservation.
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